IT Field Services Team Lead

2 months ago

Flagstaff, United States Northern Arizona Healthcare Corporation Full time
Job DescriptionJob Description

Overview

Manages daily operations and projects of the Field Services team to achieve goals that contribute to the overall success of the IT Department and Northern Arizona Healthcare. Responsible for providing mentorship, instruction, training and leadership skills to inspire the team to perform at their optimum level. Empowers Field Service Technicians to improve their product knowledge, confidence, teamwork, troubleshooting and customer service skills. Recognize high performance and demonstration of organizational values.


Responsibilities

Essential Job Functions
Develop and provide technical coaching and mentoring to Field Service Technicians.

Maintain Knowledge Base articles and support documentation in ServiceNow. Review proposed KBs and support documentation to ensure clear, concise and accurate information so the article is usable for a technician not familiar with the topic.

Develop and maintain SOPs for the Field Services team.

Oversee desktop configuration management at a Field Services level.

Oversee day-to-day operations of the Field Services team.

Ensure accurate inventory of all desktop and mobile devices. Perform audits as needed.

Maintain supplies and inventory of equipment for day-to-day operations.

Perform service recoveries and root cause analysis when needed.

Provide highest quality professional end-user support.

Ensure Field Service incident and request SLAs are achieved on a consistent basis.

Train and provide support to other Field Service Technicians on new technology implementations.

Provide assessments of IT processes and make recommendations for improvements.

Build and maintain positive, constructive partnering relationships with NAH colleagues.

Provide and monitor operational status and statistics regarding technology hardware solutions to the Field Services Manager.

Leads and coordinates project related work. Oversees, coordinates and is responsible for project work that other Field Services technicians are doing. Ensures lifecycle management activities are completed and documented on an established cadence.

Manage resource scheduling and back-up support.

Responsible for special functions and duties as directed by management.

Communications:
Demonstrates effective written and interpersonal skills when communicating with customers and colleagues.

Responds to requests for technical assistance by phone, email or using a service management system.

Responsible for providing quality status updates to stakeholders via communication tools and within the NAH service management tool.

Utilizes all available data as a communication tool to promote data-driven decision making.

Record, track, and document the incident problem solving process including actions taken through to the final resolution.

Demonstrates the ability to manage vendor relationships including accountability to SLA and Project Scope deliverables.

Able to work closely with other technical teams to ensure coordination and communication takes place in support of the customer and team knowledge. Work collaboratively with internal business units, to analyze and resolve IT-related issues, including desktop, software, SaaS and business system issues

Interface directly with other IT teams to define application purpose, hardware/application dependencies, support standards, including testing strategy, response requirements and escalation points.

Follows up with customers regarding open issues and ensures delivery of stellar client service.



Leadership
Demonstrates ability to lead project teams.

Maintains familiarity of project management methodologies.

Demonstrates ability to engage IT Colleagues in a contructive manner.

Leads and supports team in customer service techniques.

Work alongside IT Leadership for continuous improvement of customer satisfaction.

Mentor more junior technicians and provide troubleshooting guidance and problem-solving assistance as needed.

Compliance/Safety
* If required for position, ensures all certifications and/or licenses are up-to-date and valid prior to expiration dates.

* Completes all company mandatory modules and required job specific training in the specified time frame.

* Responsible for reporting any safety related incident in a timely fashion through the Midas/RDE tool; attends all safety related training programs; performs work in a safe manner; monitors work environment for possible safety issues and ensures others are also performing work in a safe manner.

* Responsible for maintaining up-to-date knowledge of cybersecurity trends, developments, best practices and regulatory changes.


Qualifications

Education
Bachelor's Computer Science / Information Systems or related field OR equivalent education/experience - Required


Certification & Licensures
CompTIA A+ Certification - Preferred


Dell hardware certification - Preferred


Experience
4+ years of IT experience. - Required


4+ years of related experience providing IT Hardware and Software Deployment, Troubleshooting, and Problem Resolution support to end users. - Required


1+ years of managing Field Services related projects of various sizes. - Required


Extensive experience working with Windows based operating systems. – Required


Advanced knowledge of Microsoft Active Directory users and computers. - Required


Advanced knowledge and experience with web browsers such as Edge, Chrome, etc. - Required


Proven capability to learn new technologies and processes. - Required


Ability to prioritize and manage multiple milestones and projects efficiently. - Required


Time-management skills and the ability to establish reasonable and attainable deadlines for resolution. - Required


Strong work ethic and emphasis on attention to details. - Required


A demonstrated ability to consistently deliver exceptional customer service and outstanding problem-solving. - Required


Knowledge of network security practices and anti-virus programs. - Required


Strong understanding of IT best practices and standards. - Required


Highly proficient with a Service Desk ticket management system such as Microsoft System Center Service Manager, BMC Remedy, HEAT, Track-IT or Service Now. - Required
Knowledge and experience with Enterprise desktop management system such as Microsoft System Center Configuration Manager. - Required

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